Customer Support Supervisor

CHS Inc. is a leading global agribusiness owned by farmers, ranchers and cooperatives across the United States that provides grain, food and energy resources to businesses and consumers around the world. We serve agriculture customers and consumers across the United States and around the world. Most of our employees are in the United States, but today we have employees in 19 countries. At CHS, we are creating connections to empower agriculture.

Summary

CHS has an exciting opportunity to join the enterprise customer service team. We are looking for a Customer Service Supervisor. The customer service function is responsible for facilitating resolution of various types of customer inquiries and disputes. Customer service provides support to customers when dealing with system access and reporting, handling account changes like bank details and shipping locations, invoice explanations and sharing posted prices. Customer service uses available resources and works with internal team members across business functions to investigate and resolve customer inquiries.

Some travel is required throughout Western North Dakota and Montana, supporting operations in our Northern Plains and Mountains region.

Responsibilities

• Direct supervision of front-line employees responsible to execute customer onboarding, portal support, contract administration, order support, billing and grain payment inquiries, and dispute resolution.

• Responds to customer inquiries regarding orders, onboarding, portal support, contract administration, billing, settlements, disputes, and general inquiries.

• Manage recruitment, hiring, and annual review processes for the customer service team, promoting a culture of excellence, innovation, and team satisfaction.

• Manage daily workflow activities of staff responsible for providing service and support to customers.

• Directs and coordinates staff involved in a combination of activities such as onboarding and portal set up, contracting and order support, billing inquiries, dispute resolution, and contract administration.

• Establish, implement, and maintain administrative and technical procedures to provide responsive and efficient customer services.

• Monitor customer inquiry type, frequency, KPI needed to identify opportunities to proactively improve the customer experience.

• Investigate and resolve escalated customer inquiries as needed.

• Other duties and responsibilities as needed or assigned

You will oversee and manage:

• Onboarding & Customer Portal Support: Initiate new customer set up and portal access. Monitor set up process and address delays to ensure safety and compliance requirements are completed. Initiate account changes (bank account, address, etc.) as needed. Provide customer information on how to do business with CHS and utilize digital tools.

• Contracting & Order Support: Provide customers with posted bids and price sheet quotes. Work with customers to ensure contract policy is followed, including gathering contract signatures, following up on unfulfilled contracts and over applied bushel designation, etc. Also, general pricing and invoice/ticket application ownership and questions. Support and facilitate activities related to product delivery, order fulfillment, contract amendments and confirmation, and billing/payment balances.

• Billing & Grain Payment Inquiries: Facilitate customer inquiries related to customer and settlement payments, prepay balance, invoice and payment/contract status and reprinting documents upon request. Intake payments and provide explanation of how to apply.

• Disputes & General Support: Intake all types of customer disputes such as delivery issues, invoices, contract and pricing discrepancies, and quality. Provide general support including location wait times, where to send payment, and hours of location operation. Provide support for 1099 and patronage statement inquiries.

• Contract Administration: Review contract details provided by sales team to ensure accuracy. Precisely execute contract creation and amendments. Electronic document management. Compile and distribute relevant reports for stakeholders. Monitor contract performance and track form status for compliance.

Minimum Qualifications (required)

• High School diploma or GED

• 2+ years of experience in Customer Service and Support

• Quarterly business travel within the region

Additional Qualifications

• Previous experience in Customer Service/Support

• Strong written and verbal communication skills

• Proficient in MS Office suite

• Bachelor's degree preferred in Business, Business Administration, Communications, or related field

• Previous team leadership or supervisory experience preferred

• Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position. If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse.

Physical Requirements

• Ability to sit, stand, bend, walk and talk

CHS offers a competitive total rewards package. Compensation includes base wage and, depending upon position, may include other earnings such as bonus, incentives and commissions. Actual pay offered will vary based on multiple factors which may include, without limitation, experience, education, training, specialized skills and certifications, minimum wage/salary requirements under local law.

Benefits include medical, dental, vision, wellness programs, life insurance, health and dependent care spending accounts, paid time off, 401(k), pension, profit sharing, short- and long-term disability, tuition reimbursement and adoption assistance, subject to the eligibility requirements for each benefit plan.

CHS is an Equal Opportunity Employer/Veterans/Disability.

Please note that any communication from a CHS recruiter would be sent using a chsinc.com email address. In addition, a CHS recruiter will not ask for confidential information over the phone or in an email, or request money from a candidate involved in an offer process. If you have questions regarding an employment opportunity, please reach out to View email address on click.appcast.io ; to verify that the communication is from CHS.